News Splash, 1st Quarter 2009

Welcome to News Splash, the newsletter of Springboard Commercial Solutions. Our aim is to provide you with a quarterly update covering new developments in customer management and at Springboard CS.

This is the first issue for 2009.

Knowledge to Insight

Working with a key client and Henley Business School we developed and delivered a programme that transformed the commercial approach of the team. Four days locked away at Henley Business School may seem like a luxury in today’s difficult commercial circumstances but step jumping the teams performance in terms of both thinking, analysis and finally presentation quality provides a payback which many times exceeds the time and money involved.

 <click here for the full article>

http://www.springboardcs.com/articles/uploads/Knowledge-to-Insight.pdf

The Business to Business Customer Experience

This white paper has identified key characteristics that set the B2B Experience apart from the B2C experience.

<abstract from the white paper>

Leadership in a crisis

Our Findings

A lot is being spoken about leadership at this time, especially in relation to the financial crisis and how leadership manifests itself in the current situation in terms of; traits, behaviours and qualities. Teams are looking for leaders whom :-...........<click here for the complete article>

SCS from an Alliance with ISA

Mark Holyoake Director of consulting for Springboard Commercial Solutions Ltd said;” We are pleased to announce the formation of an Alliance with Information Systems Associates (www.isa.co.uk) ISA are Microsoft Gold Certified Partners and experts in the implementation & deployment of the Microsoft Dynamics CRM platform. With ISA we offer clients the potential to develop the technology enabling platform, ensuring customer management becomes ‘hard wired’ within their organisation.”

We will bring our depth and breadth of experience in customer management to work with them on; the scoping, user engagement, solution development and deployment of customer management.

Information Systems Associates (ISA) are a Microsoft Gold Certified partner specialising in Dynamics CRM. Part of the Bestoutcome group, ISA deliver “Outcome Driven” solutions and a quality service irrespective of the size of the project.

· UK Based IT Consultancy · 20 Years Experience · Microsoft Gold Certified Partners

· Quality Services · Outcome Driven Solutions · Focussed Professionals

‘Springboard forge link with Leading University’

Heriot Watt University

Springboard are constantly looking for ways to further new thinking in the field of Customer Management and to this end we have teamed up with Heriot Watt University. We will be working closely with them to develop additional insights into; Customer Management, Customer Experience and Commercial Development.

If you would like to know more about Heriot Watt University then <click the link>

THE CRITICAL NATURE OF SEGMENTATION IN CUSTOMER MANAGEMENT

When cash is king and investment needs to work harder than it has ever done before, it is vital you invest and develop the right customers.

90% of FMCG companies we have assessed indicate some use of customer segmentation, however when exploring further we find that the segmentation typically rests at a channel only level. What this leads to is that only 42% operate customer segmentation that makes a noticeable difference at customer facing level.

We can highlight where and how you could optimise your commercial resources through more effective segmentation. Within this paper we move beyond the segmentation framework and look at the how!

<click here for the full article>

Making MBTI understanding work as a Sales Improvement Tool

One of our clients recently came to us with a challenge – their sales teams had really enjoyed a day of completing MBTI for themselves and had found the personal insight of great value. The learning was reported as helping internal team working with staff better able to understand just why their colleagues acted differently from themselves.

A few weeks later however, line managers reported that the team were struggling to apply the learning back in the real world. For a typical sales person who may have a six to eight weekly call frequency [ and a call lasting perhaps only 20 minutes ] the identification of a full MBTI profile for a customer understandably felt like a dangerous and difficult exercise.

Our Solution...Making MBTI work with Customers

<click here for full article>

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